Bilingual Call Center Quality Associate II

Position Type :

Full time

Type Of Hire :

Experienced (relevant combo of work and education)

Education Desired :

Bachelor’s Degree

Travel Percentage :

0%

The world of finance moves fast. At FIS, we’re faster. Our teams are empowered to learn, grow, and make an impact–in their careers and communities. We deliver innovation that advances the way the world pays, banks and invests. If you want to grow personally and professionally, we’d like to know: Are you FIS?

What you will be doing:

As a Call Center Quality Associate, you will perform daily quality audits of the call center and/or operations personnel including monitoring or inbound/outbound telephone calls and other correspondence. Frequently handle situations which require extensive analysis or research and advanced problem solving skills.

• Conducts audits of the production activities of assigned group, e.g., proof payment claims, credit returns, debit returns, rejects, etc.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives.
• Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
• Participate in calibration sessions with client as needed
• Monitors audit schedule to ensure compliance to the quality audit plan.
• Recommends policy and procedure changes or quality audit plan updates based on quality monitoring trends.
• Assists in the evaluation of quality audit disputes.
• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.

What you bring:

• High school diploma, GED, Associate’s or Bachelor’s degree
• Ability to speak and read Spanish and English fluently
• One or more years of quality monitoring or quality assurance experience
• Knowledge of quality concepts, terminology, and objectives
• Banking industry experience (Reg E/Chargebacks)
• Knowledge of MS Office, e.g., Word, Excel and Access required
• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
• Excellent verbal and written communication skills
• Proficiency in the online tools required for the position being audited

What we offer you:

At FIS, you can grow your career as far as you want to take it. Here’s what else we offer:

• Opportunities to innovate in fintech
• Inclusive and diverse team atmosphere
• Professional and personal development
• Resources to contribute to your community
• A fantastic range of benefits designed to help support your lifestyle and well being

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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